Customer Service Representative

• Communicate directly with various members of partner labs to manage sample and document requests, triage order issues, and coordinate shipping and receiving.

• Work cross-functionally (e.g., Customer Success, Sales, Lab) to ensure we meet/exceed goals related to customer retention and (perceived + actual) turnaround time.

• Build and maintain effective relationships which create a high level of trust with laboratory employees, sales representatives, and internal stakeholders.

• Use proactive problem-solving skills to create and offer solutions to customers of varying complexity.

• Maintain frequent contact with sales and other externally-facing teams to ensure customer engagement efforts are aligned and provide relevant updates to internal teams in CS, Sales, CommOps, etc.

• Respond to inquiries by phone, email, and in person quickly and professionally.

• Identify and assess customer needs to achieve satisfaction.

Qualifications:

• 4 year college degree in Biological Sciences or similar, preferred.

• Exceptional customer service skills and strong interpersonal skills.

• Ability to communicate effectively with patients by telephone and email.

• Ability to think fast, find answers, and respond quickly to customer issues, all with a polite, empathic, and professional voice and manner.

• Highly organized and systematic, superb attention to detail and ability to complete tasks with a high degree of accuracy.

• Show initiative and ability to work as part of a high-level team while working independently on mission-critical tasks.

• Proven ability to learn new skills quickly and adapt to new processes smoothly.

• General office equipment and software knowledge and computer proficiency.